Working with Member Follow-ups

Screen ID: 

Screen Title: 

Panel Number:

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IETKLR-01

Work With Follow-ups

4331

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Access this tool by selecting Tool 5: Work With Member Follow-ups (Shortcut: trackers).

Check out the video related to this topic: Adding Follow-Ups to Trackers (More videos below!)

Helpful Resources

Learn how to complete tasks related to Trackers.

Member Trackers Overview

When I close my Next Suggested Product task, the graphic or text does not disappear from the Teller, Inquiry or Phone Operator screen. How do I remove this graphic or text?

How to Work with Member Follow-ups

Screen Overview

This screen shows outstanding follow-ups that have been assigned to the employee designated at the top of the screen. (To see follow-ups assigned to a different employee, use the images\magnifyingglasslookup_shg.gif and select a specific employee ID.) This screen can be used to view conversation notes, work follow-ups and record new contact notes, and mark a follow-up as completed.

Use the lookup images\magnifyingglasslookup_shg.gif next to Account # to view the last ten accounts.

A highlighted follow-up date shows that the follow-up is overdue. A highlighted account number indicates that the account is closed.

Remember that within a single Tracker record (such as the Collection Card), each individual conversation can have a follow-up attached. Therefore, this list might include multiple items that are part of the same Tracker record (see below for more information about follow-up conversation threads). In this view you can elect to display:

Open

Follow-ups that are outstanding (not marked as completed yet), with a follow-up date in the past or in the future. (Items with a follow-up date that has passed will be highlighted in red.)

Closed

Follow-ups that have been marked as completed (will show “Yes” in the Completed column).

Both

Any conversation that ever had a follow-up date attached to it.

To see just a list of Tracker records, click the Show follow-up checkbox to remove the checkmark. This will show any Tracker record that was created by this employee ID, regardless of whether there are follow-ups or not.

Understanding Follow-up “Threads”

Within a single Tracker record (the Collection Card, for example), you can record multiple conversations. Follow-ups can be assigned to each individual conversation. The important thing to understand is that the system automatically links conversations that have a follow-up, to create a follow-up thread. As you work a follow-up and assign a new follow-up date for the next follow-up, the follow-up thread continues.

There also can be more than one follow-up thread in a single tracker record. For example, on the Collection Card for a member you are following up on bankruptcy proceedings as well as on a repossession. You might have several conversation notes that relate to the bankruptcy and several others that relate to the repossession.

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Using the View option on this screen, you can see all of the conversations in chronological order.

However, when you use the Follow-up option on this screen to work a follow-up, you will instead see the last note from that follow-up thread (which might not be the last contact that was recorded for that member, if there are multiple follow-up threads).

Working a Follow-up

  1. Select an outstanding follow-up (one that shows “No” in the Completed Y/N column).

  2. Click the Follow-up option. The initial Member Tracker Entry screen will appear. At the bottom of the screen will be the last conversation from this follow-up thread.

  3. Enter a Memo Type code and type appropriate notes to record the results of your follow-up contact with the member.

  4. Use F5-Save/Continue. The final Member Tracker Entry screen will appear.

  5. If further follow-up is needed, enter a follow-up date and contact information. The Mark worked follow-up as complete option should be checked, to mark the previous follow-up as complete. Press Enter to return to the main Work Follow-ups screen. (The new follow-up will now appear, continuing the follow-up thread).

OR

If no further follow-up is needed, remove the checkmark from the Does the entry just made require a follow-up option. Make sure the Mark worked follow-up as complete option is still checked. Press Enter to return to the main Work Follow-ups screen. (The item will disappear from the list if you are showing only Open follow-ups.)

Options

To work with one of the follow-ups listed, select the desired item and use one of the following options:

Option

Description

Completed

Use this option to mark the follow-up as completed—in other words, contact was made or other steps were taken according to the instructions in the tracker conversation itself. A confirmation window will appear; use Enter to continue.

NOTE: Do NOT use this if you also need to record some notes about the follow-up you performed. Use the Follow-up option instead (you can then mark this one as completed at the same time).

  • Remember that if you are viewing just “Open” follow-up items, the item will disappear from this list after it is marked as completed. Click the “Both” option to see the item with a “Yes” in the Completed column.

Follow-up

Can be used only on follow-ups that have not been completed yet (the Cmp Y/N column reads “No”).

Use this option to create a new conversation note on this Tracker to record what follow-up you have done with the member. You can also mark the follow-up as completed when you get to the final screen in the process. See “Working a Follow-up” above for instructions.

  • NOTE: The next screen that appears will show the last conversation note from this follow-up thread (so you can see what you are following up on!).

Inquiry

Use this option to view Member Inquiry for this membership.

View

Use this option to view all conversations recorded on this Tracker record in chronological order (regardless of follow-up thread).

Cross Sales

Use this option to move to the Cross Sales screen where you can see all the other cross sales need groups and tasks (as well as the associated conversations) associated with the member. (This option only appears if you access this screen from Tool #5 and does not appear if you access it from the Cross Sales screen.)

Field Descriptions 

Field Name

Description

Assigned to Emp ID

(Appears if the Show follow-up option is checked.) Enter an Employee ID and use Enter to see a list of follow-ups assigned to that employee. Click the lookup button images\magnifyingglasslookup_shg.gif to choose from a list of your credit union's configured IDs.

Created by Emp ID

(Appears if the Show follow-up option is unchecked.) Enter an Employee ID and use Enter to see Tracker records created by that employee. Click the lookup button images\magnifyingglasslookup_shg.gif to choose from a list of your credit union's configured IDs.

Account

Enter an account number to see only follow-ups for that membership (all sub-accounts). The Assigned to Emp ID field must be empty for this feature to work.

Show follow-up

This should be checked if you want to see all follow-ups (remember that means individual conversation notes that have follow-ups attached). Remove the checkmark to see a list of Tracker records (remember that each Tracker record might have multiple conversations, some with follow-ups and some without).

Open / Closed / Both

(Appears if the Show follow-up option is checked.) Choose Open to see pending follow-ups, Closed to see follow-ups that were already marked as completed, or Both to see all follow-ups.

Follow-up Date

The date on which follow-up should be completed with the member.

Cmp Y/N

If this reads Yes, the follow-up has been marked as completed or closed. If this reads No, the follow-up is still pending (open) and can be worked and/or marked as completed.

Account #
Type

The member account base and suffix to which the Tracker record is attached.

Created Date

The creation date for the individual conversation note to which the follow-up applies.

Type

A code indicating the Tracker type. The most common type is “XX” for the Collection Card tracker, but other types can be configured by the credit union.

Follow-up With

The member's name. This could also be the name of any person to which the collections officer or member service representative spoke when the follow-up was created.

Conversation #

The conversation number assigned to the follow-up. (Remember that there might be more than one follow-up thread on the same Tracker, so this would represent which conversation note has a follow-up.)

Additional Video Resources

View more collections videos.

Visit the Show Me the Steps video library to view more videos!

 

Link to ID: https://help.cubase.org/cubase/cubase.htm#IETKLR-01.htm